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Advisory Board

The ICMI Conferences Advisory Board consists of contact center executives and experts representing a cross-section of roles. The board’s responsibility includes advising the management team on the latest industry trends, challenges and discussion issues, thus creating an event developed by and for the contact center industry.

 
Lori Bocklund
Lori Bocklund

Lori  Bocklund

Lori leads an independent consulting firm focused on helping companies optimize the strategic value of their customer contact technology and operations. Lori is a recognized industry leader in contact center strategy, technology, and operations. During her 25 years in the call center industry she has acquired an understanding of a broad spectrum of systems, applications, and operational environments. Lori is a sought-after speaker for industry events, and writes articles on technology and operations for a variety of call center publications. Lori is co-author of Call Center Technology Demystified. Attendees of Lori's courses appreciate her enthusiasm, energy, and humor as well as her ability to make today's complex technology environment more readily understood. Lori has a B.S. in Electrical Engineering from South Dakota State University and an M.S. in Electrical Engineering from The George Washington University.

 
Nate Brown
Nate Brown

Nate Brown

Nate Brown has had an outstanding day when he is able to help customers.  He is on a quest to improve the agent experience and the customer experience through creativity, knowledge, and hard work.  Nate is an HDI certified Support Center Manager, VP of Communication for the HDI Music City Chapter, and a well-known speaker in both the ICMI and HDI communities.  He is also the founder and primary author for the customer service and leadership blog CustomerCentricSupport.com. Opinions are his own.

 

Josh Chapman

With more than 20 years of leadership experience, Josh Chapman joined GiveForward as CEO in March 2015. In his role, Josh assumes a wide range of responsibilities including overseeing the company’s strategic direction, business development and financial performance, as well as daily operations and product development.  Prior to GiveForward Josh was with Cars.com as the Vice President of Operations and Executive Sponsor launching their Service and Repair business.  Josh also spent time at Xerox as a Division Vice President, taking a 50 person project and building it into a $65 Million business with over 2,200 employees.  A proud VCU alumni, Josh is also a published author and speaker.  In 2013 he was recognized as the Best Customer Service Leader by the International Customer Management Institute (ICMI).  He has served on the board for the Virginia Senate and Productivity Quality Award, DePaul University’s Employer Relations board.

 
Brad Cleveland
Brad Cleveland

Brad Cleveland

Brad Cleveland is often cited as one of the world's foremost leaders and thinkers in customer service and contact centers. He has worked in over 60 countries, has advised numerous governments, and counts many of today’s service leaders – Apple, HP, American Express, and others – among his clients.  Brad is author/editor of eight books, including Call Center Management on Fast Forward , which won an Amazon.com best-selling award and is used in universities and corporate training programs around the world.  One of the initial partners in and former President and CEO of ICMI, Brad grew the firm into a global industry leader that is now part of United Business Media (London: UBM.L).  He now serves as a Senior Advisor to ICMI, and is an in-demand author, speaker and consultant.  His current research is focused on the future of customer service.

 

Matt Dixon

Matt Dixon is Executive Director of the Sales & Service Practice of CEB in Arlington, VA.  In this capacity, he has management responsibility for the Sales Leadership Council and Customer Contact Leadership Council, which together serve more than 1,000 sales and customer service organizations globally.  As Executive Director, Matt has overseen dozens of original quantitative and qualitative research studies of customer service and sales and has presented to hundreds of senior executives and management teams around the world, including those of many Fortune 500 companies, on issues ranging from customer service strategy to sales effectiveness.
 
In addition to his many speaking engagements, Matt is also a noted business writer.  His first book, The Challenger Sale: Taking Control of the Customer Conversation (published in November 2011) was a Wall Street Journal bestseller and the top sales and marketing book of 2012 on Amazon.  He’s been published multiple times in the Harvard Business Review with articles such as “The End of Solution Sales," "Dismantling the Sales Machine," and “Stop Trying to Delight Your Customers” (the article that first introduced the Customer Effort Score).  His new book, The Effortless Experience: Conquering the New Battleground for Customer Loyalty, was published by Penguin and released in September 2013.  

Matt holds a Ph.D. from the Graduate School of Public and International Affairs at the University of Pittsburgh as well as a B.A. from Mount Saint Mary’s University in Emmitsburg, Maryland, where he graduated summa cum laude.  Matt currently resides in Silver Spring, Maryland with his wife and four children.

 

Vickie Friece

Vickie Friece has 30 years of Financial Services experience, with more than 10 years specializing in Contact Center management, training, and quality assurance.  She is currently a vice president with Zions Bancorporation’s Client Contact Services, where she leads Contact Center Training, Workforce Management, Quality Assurance and Customer Advocacy programs.  Vickie works developing strategies and goals with a laser focus on “saving the world from poor customer service.”  In 2011, Vickie received her organization’s highest individual recognition, the Powered by People Award; and currently serves on the steering committee for Zions’ Employee Mentoring Program as well as the Diversity and Inclusion Council. Prior to joining Zions, Vickie spent 19 years in the mutual fund industry, where she managed operations and services departments. She holds several Financial Industry Regulatory Authority (FINRA) licenses and a Bachelor’s degree in Marketing, Management, and Political Science.

 
Bob Furniss
Bob Furniss

Bob Furniss

Bob is the Director of Bluewolf’s Service Cloud Practice and leads a team of consultants focused on improving customer service and engagement. For more than 30 years, Bob’s career has focused on the customer experience. First as a leader of company contact centers, and then as a consultant, Bob helps companies optimize customer engagement moments by creating service roadmaps, implementing CRM and improving digital channels. As a member of the National Speakers Association, Bob speaks internationally on frontline leadership and the importance of developing a customer-obsessed business culture. Based on his passion for improving customer experiences he has created a career hashtag - #ILoveThisStuff. Bob brings has worked with some of the best names in the world – FedEx, Delta, Cardinal Health, Lenovo, St. Jude Children’s Research Hospital – and more. On a personal note, Bob is a proud dad, loves photography, and has a passion for ministry in Honduras.

 

Patrick Louis

Patrick is a passionate and successful B2B and B2C executive with extensive experience in sales and customer service. He is a seasoned call center expert with over 25 years of experience in a variety of companies. Prior to joining lululemon, Patrick was Vice President of Sales for 1-800-GOT-JUNK?. Patrick held many senior roles in various industries from insurance (AIG), banking (ING Direct France & Canada), hospitality (Accor) to now retail with lululemon. Patrick has managed both inbound and outbound small, medium and large call center operations.
 

Heather Rattin

Heather first joined Cars.com 2005, as an Affiliate Sales Manager and was soon promoted to Director, Affiliate Sales.  Within the Sales organization, she owned the corporate relationship with Gannett, and managed key market initiatives.  In 2012, she was promoted to Director of Customer Care, where she is able to have a direct impact on how Cars.com handles inbound customer inquiries.  She’s been able to significantly improve performance by focusing her team on key goals that were crucial to customer satisfaction.  Heather graduated from the University of Georgia and resides in the Glenview area with her husband and two daughters.
 

Jennifer Richard

Jen Richard began her career in customer service over 18 years ago. Having worked in 2 completely unrelated service sectors - publishing and healthcare - she has had the privilege of working with very diverse customer segments. Jen has found that regardless of the industry, the similarities in caller behaviors (and agents) are universal. For the past 11 years Jen has been working for McKesson, and truly enjoys the role they play in healthcare and patient lives.

Jen has a Bachelors Degree in Business Administration, member of the CCNG Magnet Program and is an ICMI Certified Strategic Leader.

 

Justin Robbins

Justin Robbins is a contact center and talent development expert with over a decade of experience leading customer service organizations. He got his start in contact centers as a teenager doing cold-call outbound sales for newspaper subscriptions. Since then, he's moved from agent to senior leader, worked in and with inbound and outbound centers ranging in size from 5 to 2500+, and gained experience in a number of industries including hospitality, technology, manufacturing, and education. Most recently, Justin developed the training and professional certification programs for the International Customer Management Institute and has personally trained thousands of individuals around the globe on contact center best practices.

As ICMI’s Community Manager, he leads their research programs, content direction, and the ICMI Global Contact Center Awards Program judging process. His infectious enthusiasm for the customer service industry has led him to be a writer, social enthusiast, and sought-after speaker on topics such as employee engagement, key performance indicators, and motivational business leadership.

You can reach Justin on-line at: www.twitter.com/justinmrobbins | www.linkedin.com/in/justinmrobbins | jrobbins@icmi.com

 

Joan Scazzaro

Joan is currently the Corporate Senior Director of Care Operations at Bright House Networks (BHN).  BHN is a multi-service provider of cable, internet and phone service in several regional markets.  Joan is responsible for providing support for a network of 12 internal call centers and 3 outsource vendors.  This support includes workforce management, reporting and analysis, vendor management, CARE quality program, quality assurance audit, social media support and customer escalation support.

Prior to joining BHN, Joan was the Outsource Manager for North America for Nokia mobile phones and provided vendor support for the in-house outsource vendor that handled all U.S. and Canadian calls related to Nokia mobile phone products. Prior to her time at Nokia, Joan worked for Capital One Financial Services as a Senior Contact Center Manager. She supported several teams of inbound customer service representatives and was also involved in several outsourcing projects including the first vendor program in India and subsequent outsource launches in Canada and the Philippines.

Joan has a Bachelor’s degree in Mass Communications and a Master’s Degree in Liberal Arts from the University of South Florida. She has training in both Six Sigma and Project Management.

 

Art Schoeller

Art Schoeller's 35 years of experience spans the computer, communications, and software industries. Art was an early member of the call center product management team at AT&T, helping them establish their early market share gains that led to Avaya being a leader today. He is best known in the contact center industry for his accomplishments with CTI by helping establish standards and solutions to grow the market in its early stages while at AT&T/Lucent. He led the team that partnered with Novell to establish the CSTA standard. This standard continues to this day to be the default CTI interface for contact center and telephony integration applications.
 
In addition, Art has had vice president and director level roles in product management and marketing for conferencing, collaboration, and unified messaging products while at AT&T/Lucent and Dictaphone. In the four years he worked at Microsoft, he led the development of a unified communications and collaboration solution with Accenture that drove $500M in software and services sales, and 1 million seats of cloud computing. Art also filled leadership roles in analyzing these markets while holding director level positions at Gartner Group, Yankee Group, and now Forrester Research. In these roles, he did industry leading research on the transition to VoIP, multichannel contact centers, and speech recognition technology.

Art has a dual B.S. degree in Computer Science and Computer Engineering from Brown University.

 

Tony Sideris

Tony is the General Manager of Contact Center Technologies at CSAA Insurance Group, a AAA Insurer. CSAA Insurance Group is a reliable auto, home and other personal lines insurance provider to AAA members in partnership with local AAA Clubs in 23 states and the District of Columbia. With over 2.5 million policies in force and over $3 billion in revenue, it is one of the nation’s largest providers of personal lines insurance.

Tony leads a team of IT professionals providing services to three contact centers across the country. His group is focused on promoting best practices in customer service delivery and the effective use of technology. Understanding and improving the employee experience as well as fostering a culture of continuous improvement are core operational values.  Tony brings more than 27 years of experience in the insurance and travel fields. From holding leadership positions of increased responsibility in sales and market management, to building multi-channel distribution strategies, to implementing contact center solutions, he is well rounded in integrating people, process and technology to deliver on business objectives. 

Tony holds a bachelor’s degree in International Business from the California State University, a certificate in General Insurance from the Insurance Institute of America, a certificate of Process Mastery from Hammer & Company and a certificate in ITIL Foundations.

 

Sarah Stealey Reed

Sarah Stealey Reed is Director of Content Marketing at Zendesk. She has over 18 years of global expertise in the areas of operations, offshore outsourcing, customer experience, and contact center management. She is an influential strategic leader who has built contact centers from the ground-up, fiscally managed them to support growth, and acted as a turn-around specialist for struggling metrics and employees. Her expertise is in building the operational baseline, while improving and maintaining an exceptional level of customer satisfaction. A consistent and amazing customer experience regardless of location, language, tenure, or channel is her mantra.

She has held positions as the Senior Manager for the Workplace Services Call Center at Deloitte, and also as the Content Director for ICMI, where she was responsible for the editorial content and community strategy for icmi.com. She’s a writer, blogger, and social poster, and often speaks on Customer Support and Emerging Channels at national events and through online webinars.

Sarah can be reached, followed, liked, or shared through:

Twitter: @stealeyreed

LinkedIn

 
Jeff Toister
Jeff Toister

Jeff Toister

Jeff is the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It. He has also authored over ten training videos on Lynda.com including Customer Service Fundamentals, Working With Upset Customers, and Leading a Customer-Centric Culture. His company, Toister Performance Solutions, helps customer service teams unlock their hidden potential through customer service training, surveys, and creating customer-focused cultures. Jeff is on ICMI's list of the top 50 contact center thought leaders on Twitter and was recently named one of the world's Top 30 Customer Service Professionals by Global Gurus.

The content was great, the speakers were well prepared and shared relevant information, everything was so well organize and ran so smoothly.

Ruth Hansen, Contact Center Director, TwinStar Credit Union

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